What I've Learned About the Travel Industry

“I never wanted to be in sales, until I discovered that travel agents help solve problems,” says Margie Lenau of Wonderland Family Vacations in Grand Rapids, Michigan. “I put together puzzles for my clients one piece at a time. I put together flights, resorts and different options that will help them make memories without all of the stress of planning details by themselves. I came to learn that travel agents all work differently, and that is fine."

I recently polled various travel agents to find out what they've learned from the industry and how they help customers every day.

“The most important thing I learned as a travel agent is the value we are able to provide our clients," says Jeff Leach, a Dream Vacations Franchise Owner and Vacation Specialist from Omaha, Nebraska.

"The truth is that we are able to save individuals and groups both time and money when planning a vacation. The average person spends 10-20 hours researching a vacation, and time is money. We are able to offer personal experience and recommendations, which are invaluable. With our access to exclusive offers and perks, we are typically able to save our guests money. Our biggest obstacle is educating the public that it will cost them more, in both time and money, if they book a trip online.”

Problem-solving for customers often comes down to supplier familiarity—a huge asset that any good travel agent provides.

"Having a list of preferred suppliers can be very beneficial in a lot of ways," says Lenau. "Making friends with suppliers is a way to get to know more about their product and what they can do for you. If I have a problem concerning a client on the property, they can be extremely helpful solving issues."

Building out expertise and experience takes time and effort, but the work is a joy when it's your passion.

“Before I became a travel professional, I had no idea how much is involved," says Rhonda Day, a Dream Vacations Franchise Owner and Vacation Specialist from Louisville, Kentucky.

"There is continuous training, hundreds of travel suppliers available to book through, fierce competition, ever-changing prices, 24-7 availability to your clients, among many other things. I also had no idea how rewarding and satisfying the profession can be. I get the privilege of being part of making my clients’ dreams come true!”

That love of customer service is often what draws people to make a career change to the travel industry.

"I studied theater at Carnegie Mellon, and who would have thought I would end up as a Travel Advisor?" muses Pam Walker of Walker Adventures, an affiliate of Travel Experts in Palm Coast, Florida.

"I never knew what all was involved and now that I have been doing it (for 20 years), I would not change a thing. I always loved organizing things—wardrobe, sets, programs, memorization of lines, etc.—and now I am memorizing destinations instead of lines. It is so wonderful to have friends all over the world and to be creative and give clients a special treat each time they travel. I love what I do."

The job is never dull because each customer, destination and combination is different. Each challenge is new.

"I’ve learned that there is no cookie cutter vacation that works for everyone. What works for one traveler or family, doesn’t necessarily work for another," says Greg Antonelle, Managing Director of MickeyTravels, LLC in Long Valley, New Jersey.

"What you may find as fun or adventurous may be boring and dull to someone else. Some people like to go away and do a lot of sightseeing, tours and visiting local hotspots. Others just like to sit on the beach for hours. Ultimately, what I’ve learned is that you need to LISTEN to what your clients want in their vacation and help plan it that way accordingly."

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